Case Study: United Way of Southwestern Pennsylvania doubles service capacity and handles 200,000 annual calls with 8x8

United Way of Southwestern Pennsylvania doubles services with 8x8

United Way of Southwestern Pennsylvania, which runs three regional 211 hotlines serving five counties, faced an aging, unsupported on‑premises PBX and expiring telecom contracts that left them reliant on another nonprofit’s contact center. That lack of control over telephony, IVR and integrations limited their ability to scale and respond to growing community needs.

Working with connecTel, United Way moved to the 8x8 eXperience Communications Platform, unifying contact center and unified communications on a single cloud system. The change gave staff flexibility to work anywhere, enabled CRM integrations and easier administration, and let 50 agents absorb a major surge in demand—doubling contact volume to nearly 200,000 calls, chats, emails and texts annually while improving reporting and service agility.

United Way

Ken Norris

Director of Information Technology